Information & Referral Specialist I

About the role

The Informational and Referral (I&R) Specialist I provides confidential, appropriate, unbiased health and social service information, referrals, and advocacy to the public by telephone, bi‑directional texting, and live chat. The specialist tracks gaps in services, assists callers with questions and appointment needs, and helps maintain the 2‑1‑1 Kern resource database while ensuring consistent customer service across all campaigns and contracted counties.

Responsibilities

• Provide health and social service information, referrals, and advocacy via telephone, bi‑directional texting, and live chat.
• Track gaps in services and respond to caller inquiries and appointment needs.
• Assist in maintaining the 2‑1‑1 Kern resource database.
• Apply knowledge of call‑handling procedures to deliver consistent customer service across all campaigns and contracted counties.

Qualifications

• Knowledge of call handling procedures and customer service best practices.
• Ability to work flexible schedules, including evenings, overnights, weekends, and holidays.
• Willingness to support after‑hours staff as needed and be available during declared emergencies as directed by the 2‑1‑1 Program Manager.

Schedule

2‑1‑1 Kern operates 24/7, 365 days a year, offering a variety of shift options. Work schedules may include evenings, overnights, weekends, and holidays, with occasional after‑hours assistance.